配置管理ITSS流程指南文档清单

1介绍....................................................................................................................................................6

1.1基本概念...................................................................................................................................6

1.2用途和目标................................................................................................................................8

1.3范围.........................................................................................................................................8

1.4对组织的效益............................................................................................................................9

1.5流程运行的前提和时机..............................................................................................................10

1.5.1ITSM氛围的创建.....................................................................................................................10

1.5.2其它流程的搭建.......................................................................................................................10

1.6流程的远景..............................................................................................................................10

1.6.1管理工具是配置管理流程发挥效益的必要条件.............................................................................10

1.6.2遵循循序渐进的阶段方式..........................................................................................................11

1.7参考材料.................................................................................................................................11

ITSS考试

2流程详细说明....................................................................................................................................12

2.1指导原则.................................................................................................................................12

2.2流程关系图..............................................................................................................................13

2.3流程执行.................................................................................................................................15

2.3.1流程总图和说明.......................................................................................................................16

2.3.2配置管理策略制定....................................................................................................................17

2.3.3CI的鉴别和标记.......................................................................................................................18

2.3.4提供信息和报告.......................................................................................................................19

2.3.5CMDB更新控制.......................................................................................................................20

2.3.6监控........................................................................................................................................21

2.3.7CMDB审计.............................................................................................................................22

2.3.8报告........................................................................................................................................23

2.3.9流程回顾与改进.......................................................................................................................23

2.4配置管理数据库的概念设计.......................................................................................................23

2.4.1CMDB范围与CI层次定义的原则...............................................................................................23

2.4.2配置项的分类和属性表..............................................................................................................23

2.4.3配置元素状态参考....................................................................................................................27

2.5流程质量控制...........................................................................................................................28

2.5.1报告机制.................................................................................................................................28

2.5.2流程的考核指标.......................................................................................................................29

2.5.3流程评估与改进.......................................................................................................................30

2.5.4升级上报管理...........................................................................................................................31

ITSS认证

3流程角色和职责.................................................................................................................................31

3.1流程角色.................................................................................................................................31

3.1.1配置管理流程主管....................................................................................................................31

3.1.2配置管理流程执行负责人..........................................................................................................32

3.1.3配置经理.................................................................................................................................33

3.1.4配置管理员..............................................................................................................................33

3.2RACI矩阵...............................................................................................................................34

ITSS培训

4流程支持技术....................................................................................................................................36

4.1配置管理流程功能需求..............................................................................................................36

4.2可选技术平台列表....................................................................................................................37

附录A（表格、模板）........................................................................................................................37

A.1报告模板.......................................................................................................................................37

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